Outage Affecting All Penn Authentication Services (Canvas Included)

Courseware Support has been notified of an outage affecting all Penn Authentication services including Canvas. We will post any updates we receive to the Canvas at Penn blog, as well as an announcement when the issue has been resolved. In the meantime, if you receive the following message when trying to log into Canvas:


An error has occurred.

Detailed Information: Cannot contact any KDC for requested realm”

Please try clearing your cache, closing your browser, opening a new browser, and logging into canvas.upenn.edu with your PennKey username an password. If the error message appears again after cache-clearing, please follow these steps again periodically to see if the issue has been resolved. We have added instructions for clearing a cache in different browsers to the end of this post.

We will post updates on this outage as we receive them. We apologize for any inconvenience this issue may cause.

How to Clear a Cache in Different Browsers:


Go to Tools > Clear Private Data/Recent History

Check all the boxes and select “Clear Private Data Now”/”Clear Now”

Mac users should also restart their machine.

Internet Explorer:

Go to Tools > Internet Options > Browsing History

Select “Delete” and then “Delete All”


Go to Safari > Empty Cache > Empty

Then go to History > Clear History > Clear

Then select the Apple button > Restart > Restart


Click the wrench icon on the browser toolbar.

Go to Tools > Clear browsing data

Use the drop-down menu at the top to select the time frame. (Choose “beginning of time” to delete the full


Select all the checkboxes > Click “Clear browsing data”

Please try them for your preferred browser and then open a new window and try logging in again.

Last Updated: 14 Oct 2014

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